Conveyancer nightmare

rase111

Hi,
I know buying a property can be stressful but I seem to have made a huge mistake appointing a conveyancer to complete my  purchase rather than a reputable/recommended solicitor.  I won’t name the company given the sale is ongoing but the service I’m receiving does not reflect the mission statement or the majority of their Trust Pilot reviews.  The  bad reviews followed by the x3 good reviews is more akin to the service I am receiving I.e lack of communication, not responding to emails or telephone calls and having to chase constantly to find out what is causing the delay.      

In summary, my conveyancer has failed to answer my questions (over a week now) about the search results and is not returning my telephone calls.  All documents requested have been sent Mortgage offer, signed deeds, accounts for proof of deposit, ID etc so nothing on my side is outstanding. 

My sellers are becoming extremely frustrated with the service on my side as their solicitor has answered all enquiries on the searches raised (over a week).   It appears that they are receiving the same service - lack of communication, not responding to emails, telephone calls etc.  I really don’t want the sale to fall through because of an ineffective conveyancer. 

I have complained to the partner using their complaints process but according to their T&C they have 14 days to respond.  I’m on day 7 .  I can’t complain to the legal ombudsman until the conveyancer has had a chance to respond/review.

What can I do in the meantime to get a response from my conveyancer and find out what is causing the delay to exchange and completion.  If I wasn’t this far down the process (8 weeks and counting) I would change my conveyancer to a reputable solicitor.

I welcome views, insights and suggestions to nudge my conveyancer into action. 

Many thanks in advance. 

greatcrested

Is this a Licenced Conveyancer in a reputable firm of solicitors or similar, or a cheap online conveyancing warehouse?

I suspect the latter from your description. You get what you pay for.

Your options now are

* to switch (expensive and will just add duplication and delay)

* polite perseverance

* await the formal complaints process

Thrugelmir

Given you've made a formal complaint. I'd say that your relationship may well have now broken down. 
How many parties are involved in the chain? 

kasqueak

8 weeks really isn’t that long in the process. There is always a bit of a dead area generally where the enquires are taking place and you don’t hear much. I’m currently in the process of buying/selling and there was a period of about 3 weeks where I didn’t hear anything - but I was advised that I wouldn’t whilst they made their enquiries. I’m so far 12 weeks in the process and haven’t yet had an exchange or completion date and mine is a straight forward-ish chain of a cash buyer for my place and then the place I’m buying is already vacated so no chain. 

It’s not acceptable for them not to respond to you at all. 

Does your estate agent have any luck with chasing them up?
Like others have said. You could change to another solicitor but then you could be out of pocket and back at square one. Or you have to trust in their complaints process and hope for a resolution. 

I’m using an “online” conveyancing firm and they have a portal where you can track process to avoid keep calling and emailing for updates. I find that useful to see where we’re up to in the process. Does your company not have the same that you can refer to for updates? 

tim_london

kasqueak said:

I’m using an “online” conveyancing firm and they have a portal where you can track process to avoid keep calling and emailing for updates. I find that useful to see where we’re up to in the process. Does your company not have the same that you can refer to for updates? 

This.  

Same situation I had.  Zero response via email even though my solicitor sent me documents via email.  
But if I use the messaging system in the online portal I get a response at 6am next day.

rase111

It appears to be an online conveyancer warehouse :-(   Definitely a mistake opting for them in retrospect.

Myself and the seller are the only parties involved - chain free.  

The estate agent is actually having the same problem with communication from them.  The seller’s solicitor responded to the enquires raised over a week ago.   They also have an online portal but they fail to keep it updated.  

It’s really disappointing and a valuable lesson I’ll not forget.  

rase111

tim_london said:

kasqueak said:

I’m using an “online” conveyancing firm and they have a portal where you can track process to avoid keep calling and emailing for updates. I find that useful to see where we’re up to in the process. Does your company not have the same that you can refer to for updates? 

This.  

Same situation I had.  Zero response via email even though my solicitor sent me documents via email.  
But if I use the messaging system in the online portal I get a response at 6am next day.

I’m actually surprised to hear that it’s such a common problem.  

rase111

I’m actually getting more updates from my seller about what my solicitor is doing/has done.  Not sure it’s supposed to work like that.  

Thrugelmir

rase111 said:

The seller’s solicitor responded to the enquires raised over a week ago.   

Seems your complaint was premature in that event. 

On a general level you aren't their only client and this is the summer holidays, and there's obviously been Covid related staffing issues. So unsure what level of service you are expecting. 

rase111

Thrugelmir said:

rase111 said:

The seller’s solicitor responded to the enquires raised over a week ago.   

Seems your complaint was premature in that event. 

On a general level you aren't their only client and this is the summer holidays, and there's obviously been Covid related staffing issues. So unsure what level of service you are expecting. 

That’s fair enough.  My complaint was and still is about a lack of communication.  I send important documents and they aren’t acknowledged as received, I ask questions and don’t receive a response.   I asked a question about my searches 2 weeks ago and I’m yet to receive a response.  Similarly, the seller’s solicitor responded to enquiries raised by my conveyancer over a week ago and is yet to receive a response.  Maybe the level of customer service I’m expecting and paying for (or not) is unrealistic.  

Toastie2018

That’s fair enough.  My complaint was and still is about a lack of communication.  I send important documents and they aren’t acknowledged as received, I ask questions and don’t receive a response.   I asked a question about my searches 2 weeks ago and I’m yet to receive a response.  Similarly, the seller’s solicitor responded to enquiries raised by my conveyancer over a week ago and is yet to receive a response.  Maybe the level of customer service I’m expecting and paying for (or not) is unrealistic.  

Just wanted to say I went for a local solicitor who was one of the more expensive options. I'm getting the same no communication. I asked a question on the 9th and still no response. 
I think people just accept it but I think we should acknowledge that many organisations cannot be run like that. Good luck.